Dutch Customer Support

Lisbon, Lisbon, Portugal


Who is our client?

The leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services.


About the job

Multilingual team members, fluent in different languages, to support the users who contact our service desk. Candidates have to be passionate about technology and innovation, customer oriented, with the ability to multi-task and with great organizational, communication and interpersonal skills.


Requirements

× Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).

× Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.

× Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.

× Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.

× Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.

× Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.

× Personal Development Takes ownership of own development and has a development plan in place.